Steven Saca

People-first healthcare customer service supervisor with a strong track record of coaching teams to deliver exceptional customer outcomes. I lead day-to-day operations for a 9–25 agent team, focusing on service quality, timely resolution, and accurate documentation. In Q1 and Q2 2026, I ranked #1 of 5 supervisors based on 548 evaluated interactions, earning top results including NPS 87.0, CSAT 99.0, Ease of Doing Business 98.5, Inquiry Resolution 96.9, and FCR 92.9.

I'm known for building a collaborative culture through structured 1:1 coaching, clear accountability, and practical support in the moment—while partnering cross-functionally to reduce escalations and improve first-contact resolution. I also enjoy improving processes and efficiency, including automating documentation workflows to save time and strengthen consistency.

Associate Manager – GBD – Medicaid - Elevance Health PR

(2025-08 - 2026-08)

Supervised daily healthcare service operations for a 9–14 agent team, driving performance across service quality, resolution, and customer experience KPIs while ensuring timely, accurate inquiry handling and compliant documentation.

• Ranked #1 of 5 supervisors in Q1 and Q2 2026 (548 evaluated interactions), achieving NPS 87.0, CSAT 99.0, Ease of Doing Business 98.5, Inquiry Resolution 96.9, and FCR 92.9.
• Built a collaborative, people-first performance culture through structured 1:1 coaching, calibration, and quality feedback; strengthened communication, consistency, and end-to-end ownership for complex inquiries.
• Reduced repeat contacts and escalations by identifying root causes, reinforcing policy/process adherence, partnering cross-functionally, and leading service recovery/escalations during leadership absences.

Operations expert – GBD – Medicaid - Elevance Health PR

(2023-03 - 2025-08)

Led a 25-agent healthcare service team supporting primarily member inquiries and provider calls (including eligibility/benefits, authorization questions, and general support), consistently exceeding monthly quality, productivity, and resolution KPIs for 12+ months.

• Served as acting manager and escalation point for complex member/provider issues, ensuring timely follow-through, clear documentation, and service recovery during manager absences.
• Conducted live call monitoring/QA and delivered structured, documented coaching (including performance improvement plans) to strengthen accuracy, compliance, and consultative communication across both member and provider interactions.

Customer Care Representative - Elevance Health PR

(2023-07 - 2024-03)

• Managed inbound calls regarding Medicaid member/provider inquiries.
• Led live shadowing sessions for "On the job training" for new employees.
• Received numerous customer service awards for quality, accuracy, and excellent customer service, achieving first call resolution.
• Maintained control during calls and managed customer situations to uphold service excellence and company standards, ensuring first call resolution.
• Continually developed a robust knowledge base in product and customer service to drive performance metrics.

Bachelor of Applied Science - Information Technology - National University College (2009 - 2013)